UK consumer rights group calls for end to AI chatbots in essential services

The UK consumer rights organization Citizens Advice has urged energy, banking, telecom, and internet providers to stop relying on AI chatbots for customer service, arguing that users should have the right to communicate with human agents. The group found that over half of users who interact with chatbots waste time, experience stress, or face delayed problem resolution. Tom MacInnes, a policy director at Citizens Advice, stated that chatbots often trap users in endless loops and prevent them from resolving critical issues like bill disputes or debt management. The organization estimates that at least 14 million people in the UK face digital exclusion, making it harder for them to access essential services. Citizens Advice highlighted that traditional support channels, such as phone and in-person services, are shrinking, forcing users with limited digital access to wait weeks for basic assistance. For example, correcting an energy bill error online could take less than an hour, but offline processing might take up to six weeks. The group also criticized the use of purely digital processes for essential services like low-cost broadband and homeless aid, which can trap vulnerable individuals in cycles of hardship. A recent survey found that only 20% of UK adults prefer chatbots, while 49% report feeling stressed or frustrated when unable to resolve issues through automated systems.